Cancellation & Refund Policy

Scope

Vymjay is a system of record and payment-routing layer for buying offices. Goods are made and shipped by manufacturers under orders placed through the platform; this policy governs cancellation of orders/milestones and refunds of payments made through Vymjay, not the underlying commercial dispute between a buyer and a manufacturer.

Cancelling an order before award

An RFQ can be withdrawn and a quote can be declined at no cost at any point before a quote is accepted and an order is created — no payment is collected at this stage.

Cancelling an awarded order

Once an order is created, cancellation terms follow the milestone schedule agreed on the accepted quote. Any milestone not yet due for payment can be cancelled without charge.

A milestone already collected against approved, completed work (for example, goods that have passed quality control) is generally non-refundable, since it compensates the manufacturer for work already done.

Milestone payments and mandates

Where payments are collected via an e-NACH mandate tied to order milestones, a milestone is debited only after the corresponding stage (such as QC approval) is reached. Cancelling an order before a milestone is reached cancels that milestone's mandate — no debit occurs.

If a milestone has already been debited in error or the underlying milestone is later found not to have been met, we will investigate and process any refund due through our payment partner.

Quality disputes

For orders that go through sampling, the physically approved TOP (Top of Production) sample is the binding reference standard for quality, and the buying office's QC report against that sample governs whether a shipment passes. Refund requests based on quality must go through the in-platform QC and dispute process rather than a direct chargeback.

Failed, duplicate, or erroneous payments

If a payment is debited more than once for the same milestone, or a transaction fails after your account was charged, the excess amount is automatically reversed by our payment partner, typically within 5–7 business days, or refunded by us on verification if not auto-reversed.

Platform/subscription fees

If Vymjay introduces recurring platform or subscription fees for a buying office, any refund for such fees (for example, on early cancellation of a paid plan) will be governed by the commercial terms agreed with that office at signup.

How to request a cancellation or refund

Raise a cancellation on the relevant order or milestone in-platform, or contact us using the details below. We aim to acknowledge requests within 2 business days and resolve them, or share a clear next step, within 7 business days.

Changes to this policy

We may update this policy as payment features evolve. Material changes will be reflected by updating the date at the top of this page.